BT Trying to charge for repair

tberry6686

Finally found what I assume is the sync speed.
1. Product name: BT Home Hub
2. Serial number: +068543+NQ50313153
3. Firmware version: Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 14/07/17
4. Board version: BT Hub 5A
5. DSL uptime: 1 days, 20:28:14
6. Data rate: 6885 / 39950
7. Maximum data rate: 6889 / 42117
8. Noise margin: 6.4 / 6.3
9. Line attenuation: 20.7 / 17.9
10. Signal attenuation: 20.7 / 17.8
11. Data sent/received: 477.8 MB / 8.4 GB

Marksfish

If the BT site is saying your line is capable of 78 and you are syncing at 39, it looks as though you have been provisioned on the wrong product. I'm not clever enough to tell you what the rest of the router stats mean though.

I haven't seen mention of who your provider is, is it BT, Plusnet or similar (only going by you having a hub)?

gt94sss2

tberry6686 wrote: »

Expected speeds -
Clean - High 78.3 low 55.2 Upstream High 20, Low 15
Impacted - High 66.1 Low 42, Upstream High 18.8, Low 10.

If you put your telephone number in https://www.dslchecker.bt.com/ do you get the same numbers as above?

What speed did estimate did BT provide you when you signed up?

What figures do the Downstream Handback Threshold state?

Have you previously had faster speeds? At the moment you are not benefitting from being on Fibre 2 Unlimited as your line isn't currently capable of supporting faster speeds.

You should either downgrade to Fibre 1 - perhaps asking BT to send out a Boost engineer to check your line first to see if they can increase your broadband speeds.

I suggest you post on https://community.bt.com/ where one of the moderators (BT staff) should be able to help you one way or the other.

tberry6686

I'm starting to think that I am on the wrong speed at the cabinet.

Looking back this goes all the way back to a fault on the line last year that was fixed at the cabinet. I now suspect that I have been plugged into the wrong port as a repair.

gt94sss2

tberry6686 wrote: »

I'm starting to think that I am on the wrong speed at the cabinet

It looks as if the repair might have made your line unable to support faster speeds - I don't think it's just your port though otherwise your noise margin figure would be higher than 6.3

Hence, you probably need that Boost engineering visit I mentioned in my previous post to see if they can improve the speeds you're achieving

kwikbreaks

Well your package is supposed to be the 80/20 one so far as I can see. Your supposed profile in the BTw test would support that but your connection rate won't and I'd guess that is in line with the reported attenuations. I get close to full sync and my reported attenuations (by a different modem/router) are quite a bit less.

Strangely your reported speedtest upstream exceeds what that sync rate could provide and the uptime seems to say it hasn't resynced since you posted the test result.

This pretty much disproves my initial thought that there is no fault and just a profile problem.

You need to get the line checked out as in its current state it won't be able to give you the speeds you are paying for.

tberry6686

Looks like I need to get an engineer round then.

Thanks for everyones help.

JoeHampshire

Hello...help please.


We have a pole in our garden with 1 electric and 1 BT cable on it. South East Electric have installed a new pole at the back of our garden free of charge (as the cables were in the way of us building a new garage), but Openreach will charge us almost £2000 to remove their cable from the old pole and attach to the new one, neither the electric cable of BT cable come into our house. We are paying for trenches to be dug so we can bury the electric cable (and BT cable too). This cost seems very unfair, does anyone have any advice on how we can get round this extortionate cost? Would be great to hear from anyone, thank you

giraffe69

My advice would be to start a new thread if you want help/answers as that will be seen by more people and not get confused with answers to a different problem.

tberry6686

Well finally had an engineer round and am not surprised to find no fault anywhere. He has changed the port my line is plugged into at the cabinet and had various resets with little to no improvement. According to him the line can only handle 36mbs (previously had 72 consistently till a fault occurred on the line and was fixed).
My next door neighbour (shared wall) gets 75mbs.

According to BT I should get up to 80mbs with a minimum of 53.

The enginner seemed to think that BT may have some restiction on the line that they would have to remove. Anyone know what this could be and how to get them to check and remove if there is one present ?